Service Desk

Key Skills Required:

· IT Service Desk experience 0-5yrs

· Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)

· Understanding of Windows 7 & 10 operating system

· Assisting with configuring/troubleshooting of Software and Hardware

· Experience working with ServiceNow to log, track, close tickets

· Experience in resolving IT issues via phone/email/chat

· Excellent telephone etiquettes and customer service

· Excellent troubleshooting skills

· Knowledge of Microsoft based operating systems with emphasis on Windows X

· Experience with using and troubleshooting Outlook within a network environment (permissions, calendar

sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile &

Tablets)

· Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS

PowerPoint.

· Basic understanding of PC hardware set-up and configuration.

· Should have good understanding of infrastructure management processes; Understanding of ITIL

framework is needed.

· Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to

work in shifts

· Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.

· Excellent time management skills and ability to work under pressure

· Continuous commitment to professional development

Key Accountabilities:

· To provide 1st line technical support, answering support queries via phone, email, Chat and Web

· To maintain a high degree of customer service for all support queries and adhere to all service

management principles.

· To take ownership of user problems and be proactive when dealing with user issues.

· Logging / verifying customer details

· Identifying the issue and categorizing / prioritize the incident

· Creating a ticket in CRM tool like ServiceNow

· Referring KB for workaround / resolution and attempting resolution

· Strong interpersonal skills are a prerequisite.

· Ability to work effectively in a dispersed team and individually.

· Ticket re-assignment to L2/L1.5 if ticket unresolved by L1 (wherever applicable)

· Ticket reassignment to Other Resolver groups if ticket unresolved by L1 (wherever applicable)

· Routing / Chasing of tickets with other Resolver groups

· Recording trend of calls and identifying outages proactively

· Callbacks for customer not reachable cases & customer request

· Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage

confirmation

· Creating child tickets and tagging them with problem ticket

· Callback the user and confirm resolution (wherever applicable)

· Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox etc. as per scope document and SOW · Handling issues using Remote tools. · Makes recommendations for updates to the KB database

Language Requirement (Read, Write, Speak) & Proficiency:

Proficient in English (Read + Write + Speak)

Proficient in German (Read + Write + Speak)

Job type: Contract Division: Darwin Rhodes Reference: 22-01657